Senior Business Systems Analyst – Operations

Boomerang Marketing; Cape Town; On-site; ZAR 650 000 - 850 000; Full time

Job summary

A leading marketing firm in Cape Town seeks a highly technical Senior Business Systems Analyst to lead a data-driven transformation project. This role involves designing operational intelligence architecture, automating workflows, and integrating core systems to achieve measurable improvements in efficiency and decision-making. Ideal candidates should possess advanced skills in SQL, Power BI, and operational analysis, with at least 7 years of experience in similar roles. The position offers the potential for permanent employment following successful project completion.

Qualifications

• 7–10+ years in Business Systems Analysis / BI / Operations Analytics is required.
• Experience in scaled operations contexts like BPO/contact center is essential.
• Expertise in building KPI frameworks and reducing manual reporting.

Responsibilities

• Design and implement the end-to-end MIS framework for Operations.
• Automate reporting, HR workflows, and operational controls.
• Build analytical models for productivity and cost optimization.

Skills

Advanced SQL

Power BI/Tableau

Advanced Excel

Process mapping

Commercial understanding

Education

Bachelor’s Degree in Information Systems, Computer Science, Data Analytics, Industrial Engineering, Operations Research, Statistics, or Commerce

Tools

CRM systems (e.g., Zendesk)

API integrations

Python

Job description

Project Objective

Boomerang is building a data-driven, human-centred operating model where operational excellence and employee experience are equally important. We require a highly technical Senior Business Systems Analyst to lead a defined transformation project focused on:

• Designing and owning our operational intelligence layer
• Automating reporting and workflows
• Integrating core operational systems
• Delivering measurable improvements in cost efficiency, productivity, and decision-making

This is a build-and-embed engagement, not a maintenance or reporting contract.

Scope of Work

1) Operational Intelligence Architecture

• Design and implement the end-to-end MIS framework for Operations.
• Build and own executive and operational dashboards covering:
• Cost per contact / cost per FTE
• Margin by client, queue, and channel
• Productivity and utilisation
• Quality, compliance, and CX metrics
• Attrition, workforce performance, and training impact
• Establish a single source of truth across CRM, WFM, HRIS, QA, and finance systems.
• Eliminate manual reporting via automation and data pipelines.

2) Business Analysis & Process Redesign

• Map “as-is” and “to-be” operational workflows.
• Translate operational pain points into:
• System changes
• Data logic
• Automation opportunities
• Define technical requirements for integrations, dashboards, and optimisation initiatives.

3) Operational Optimisation

• Build analytical models for:
• Capacity and demand planning
• Cost and margin optimisation
• Attrition impact and retention ROI
• Queue and client profitability
• Identify, quantify, and track performance improvement opportunities.
• Deliver measurable operational and financial improvements using data.

4) Systems Integration & Automation

• Design and implement integrations between platforms (e.g., CRM, WFM, HRIS, QA, finance).
• Automate reporting, HR workflows, QA feedback loops, and operational controls.
• Support digital transformation initiatives including AI-enabled analytics and automation.

Project Deliverables (Contractual)

By the end of the engagement, the consultant will deliver:

• Operational Intelligence Stack
  • Fully functional dashboards with documented business logic
  • Automated data pipelines and refresh schedules
• KPI & Data Framework
  • Defined KPI architecture and metric definitions
  • Data governance model and validation rules
• Optimisation Outputs
  • At least 3–5 quantified improvement initiatives (e.g., cost reduction, productivity uplift, margin improvement)
  • Financial impact models supporting leadership decisions
• Systems Documentation & Knowledge Transfer
  • Architecture diagrams
  • Dashboard logic libraries
  • Process documentation
  • Handover sessions with Operations

Success Metrics

Performance will be evaluated against:

• Reduction in manual reporting effort (hours saved per month)
• Speed of insight delivery (report cycle time)
• Operational improvements delivered, such as:
• Cost per contact reduction
• Productivity or utilisation uplift
• Margin improvement
• Adoption of dashboards and models by Operations leadership

Required Expertise

Technical (Non-Negotiable)

• Advanced SQL (complex joins, transformations, window functions)
• Power BI / Tableau (DAX or advanced calculated measures)
• Advanced Excel (Power Query, modelling, automation)
• Experience building automated data pipelines and integrations
• Systems architecture and data modelling mindset

Business & Analytical

• Proven experience in a highly technical Business Systems Analyst, Operations Analyst, or BI role in:
• BPO / contact centre
• Professional services
• Scaled operations environments
• Process mapping, requirements gathering, and optimisation experience
• Strong commercial understanding: cost drivers, margins, utilisation, scalability

Advantageous

• Python for automation or analytics
• API integrations, RPA, or low-code platforms
• Experience with CRM (e.g., Zendesk), WFM systems, HRIS, QA frameworks
• Exposure to AI-enabled operational analytics

Engagement Profile

• Operates autonomously as a senior individual contributor
• Comfortable owning complex systems end-to-end
• Commercially minded: optimises for measurable business impact
• Structured, analytical, and execution-focused
• Aligned to a people-first, performance-driven operating culture

Why This Role Exists

This engagement is designed to build the operational intelligence engine, embed it into day-to-day operations, and leave behind a scalable, automated foundation. At project completion, Boomerang will decide whether to:

• Transition to internal ownership
• Convert the role into a permanent strategic function.

Benefits

• Bachelor’s Degree in one of:
  • Information Systems, Computer Science, Data Analytics, Industrial Engineering, Operations Research, Statistics, or Commerce with strong analytics
• Demonstrable expertise via portfolio/case studies in:
  • Advanced SQL, BI dashboards (Power BI/Tableau), and pipeline automation
  • Building KPI frameworks and reducing manual reporting in operations
• Experience:
  • 7–10+ years in Business Systems Analysis / BI / Operations Analytics
  • 3–5+ years in scaled ops contexts (BPO/contact centre, professional services, or similar)
  • Led build‑and‑embed deliveries (not BAU reporting)